Professional Documents
Culture Documents
FNB Sop
FNB Sop
&
S T A N DA R D O P E R AT I N G P R O C E D U R E S
(MAY 2012)
TH E L E E L A P AL AC E S , HO TE L S AN D R E S O R TS P &P A N D S OP
CONTENTS
1 - Introduction 4
2 - Purpose 4
4 FB – 01 Ménage. 15
5 FB – 02 Table setup. 22
6 FB – 03 Sequence of Service. 23
7 FB – 04 Buffet. 45
9 FB – 06 Italian 49
10 FB – 07 Bar. 52
12 FB – 09 Private Dining. 69
17 FB – 14 Cake Orders. 84
18 FB – 15 Poolside. 85
19 FB – 16 Banquets. 91
20 FB – 17 Linen 95
21 FB – 18 Inventory 96
22 FB – 19 Special Scenarios 98
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26 FB – 23 Hygiene 115
35 - Annexure 130
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I NTRODU CTI ON
Food and Beverage department occupies an integral place in the hotel industry. It plays a vital role in the
profitability of the hotel business by providing a variety of F&B options in a hospitable manner to the in house & outside guest.
PURPOSE
The Food and beverage department along with the kitchens cater to the guests of the hotel. They
provide a reason to the guests to stay on and enjoy their experience within the hotel itself. Along with the eating options a
comfortable and beautiful ambience to enjoy the food is what the guests are looking for. It is the F&B team who create this
entire experience for the guest. The in house guests, apart from giving the hotel room revenue also contribute to the dining
revenue of the hotel. The F&B department is the 2nd largest revenue generating department of the hotel.
1. All tables will be set uniformly and consistently and are not wobbly.
2. All chairs and tables used in the restaurant will be of matching pattern and color and free of damage.
3. All crockery, cutlery and glassware placed on the cover will be matching in pattern, clean and free of damage.
5. All linen used will be spotlessly clean, ironed and free of rips and tears.
8. The sugar bowl selection will include white sugar, brown sugar and artificial sweeteners. (For all tea/coffee orders)
9. The dining room will be buffered from the sounds and smells of the food preparation area.
10. Food & Beverage service will be offered to all guests, through printed material and through personal contact by
associates within ten minutes of guest arrival.
11. Upon presentation of the menus, a brief menu introduction will be given, describing the offerings, as well as specialty
or daily rotating items.
12. The restaurant menus will be kept clean, free of stains and in good repair.
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13. The menu will feature items that are clearly appropriate for vegetarian guests and calorie or nutritionally conscious
guests
15. The restaurant menu will offer an adequate number of vegetarian options.
16. The menu will feature items that are clearly appropriate to the season.
17. All pre-plated food and beverage will be served from the right hand side and silver service from left hand side - if the
space permits.
18. All food presentations will match their descriptions as mentioned in the menu.
19. All food and beverage presentations will be fresh, flavorful and visually appealing.
20. All food and drink items will be served at the correct and appropriate temperature.
21. In case of pre plated items, guest will have to be cautioned if the plate is hot.
24. A service tray will always be used when carrying any service/set-up equipment to and from the guest table.
25. Associates will always use a service tray when serving a drink to the guest. Associate will never carry glasses by hand to
the table.
26. Beverage menu will feature a varied selection of non-alcoholic beers, wines and mocktails.
30. Wine will be served in an appropriate and stylish manner and at correct temperature.
31. All beverages will be presented in the standard manner, with appropriate garnish (as applicable).
32. All glassware will be handled using the stem or the base, never the body.
34. After presenting the order, associates will inquire as to further needs before leaving the table.
35. Service will always be quick, attentive and efficient. Limited service personnel should go on guest table during each
meal period.
37. Clearance will be done within 3 minutes of all guests finishing; table will always be kept neat and tidy.
38. Ashtrays will be cleared within 1 cigarette butts (For F&B areas where smoking is permitted)
39. Managers/Supervisors will check on guest satisfaction once during the meal period.
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40. Guests will be able to easily get associates attention within sixty seconds without raising their hands or making any
loud gesture.
41. Service will be unobtrusive ... associates will not interrupt with questions or make excessively long descriptions or
conversations.
42. The associate will not hover or linger intrusively around the table and disturb guest privacy.
43. When guests leave the table momentarily, napkins will be replaced or folded neatly.
44. If guest's napkin is observed to fall to the ground, it will be automatically replaced.
45. Sound system volume will be at a pleasant level and of good quality.
46. The restaurant atmosphere will reflect an organized and systematic functioning.
49. The live kitchen will be reflective of hygiene and cleanliness standards maintained in the hotel.
50. If guests have taken cocktails in a bar, associates will carry beverages to the dining table, never allowing the guests to
do so.
51. If guests have taken cocktails in a bar, the charges will be automatically transferred to the dinner bill; the guest will
never be presented with a bill in the bar.
52. If live entertainment is presented, the sound system will function flawlessly, and the sound will be pleasing, yet
unobtrusive to conversation.
54. Each restaurant and bar will have 'Top 100' guests list, and their preferences will be known and acted upon
spontaneously.
RESTAURANTS
1. Reservations will be graciously accepted and conversation closed with a polite thanks and anticipatory remark.
2. Reservations will be immediately confirmed, along with confirmation of special requests; reservations details are
accurate.
3. All guests will receive a warm welcome within 15 seconds and be greeted as "Good (time of the day) (Guest name)". Server
will offer assistance within 10 seconds of being seated.
5. The host will ascertain the guest's name and use it during all the interactions.
6. If not already known, associate will check with the guest how many people are in their party.
7. There will be at any given time, one person at the door to greet the guests as they walk in.
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8. Restaurant reservations will be held up to twenty minutes after the booked time, a courtesy call will be made within 10
minutes after the booked time has passed. Guests can easily and quickly make a dining reservation at any time of day,
speaking with a well-informed associate.
9. If reserved, guest's tables will be ready within four minutes of the appointed time; all tables will always be set for the
correct number of guests.
10. The host will seat the guest at a fully laid table.
11. If the guest does not have a prior reservation and the restaurant is fully booked, the host will offer the guests a
different timing and/or alternative outlet (check for the availability of other outlets).
12. The host requests the guest to follow him/her to their seats.
13. Guest seating preference will be sought and accordingly he/she will be escorted and seated at the appropriate table (if
available).
14. If there is a delay of more than 15 minutes to seat a guest with a confirmed reservation, the guest will be offered
alternative dining options and complimentary coffee/tea /dessert. For walk-in, if the waiting time is not met, only then
complimentary tea/coffee/dessert is offered.
15. Chair assistance will be offered in the order: Elderly members, children, ladies, gentlemen, and host.
16. As soon as the guests are seated, napkins will be unfolded and placed on their laps.
18. If waiting is required, refreshments will be offered; either complete cocktail service or a complimentary refreshment
(regardless of reservation and arrival time).
19. Mineral water will be offered within 2 minutes of being seated. Aperitif will be suggested along with beverage menu
presentation.
20. Once the original bottle is depleted, fresh bottles of mineral water will be opened during the meal by seeking the host's
permission to replace or there will be no charge for additional bottles.
21. All menus will be presented from the right hand side of the guest.
22. The host explains the specials of the day or any food promotions (if applicable).
23. Beverage menu will be presented within 60 secs of guest being seated. The server will check back with the guest within
3 minutes to take the drink order. The drink order will always be taken starting with the lady first and always try to up-
sell where possible.
24. If using a separate wine list it will always be presented to the host of the table. Server will check back with the host for
wine order.
25. Initial drink orders will be taken and all orders will be repeated clearly in a friendly manner. The server will write down
cover numbers to ensure correct placement.
26. Beverages, depending on the drink type, will be served within 5 minutes of ordering.
27. Associates will be aware of the beverage range; service of the drinks will be carried out smoothly and elegantly.
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29. Repeat alcoholic beverages (except beer & wine), will be served in a fresh glass instead of a refill container.
30. The associate will approach the guest within 10 minutes to take the food order after presenting the menu.
31. Throughout all ordering and recommendations, associates will remain patient, helpful and enthusiastic; never impatient
or condescending.
32. The associate will up sell wine pairings along with the food.
33. If asked for a wine pairing recommendation, the steward will ask questions to accurately ascertain the guest's preferred
wine tastes (not simply guess or assume his taste).
34. The associate taking the order will initiate helpful suggestions to complete and balance the order. Associates will also
try to use the opportunity to up sell.
36. The associate will ensure that all the necessary cutlery, condiments and table appointments are placed on the table
before the food is served.
37. When placing an order on the guest table, the associate will inform the guest about the name of the dish and special
instructions that were given at time of ordering.
38. Food will be served in the correct sequence and served to the correct person without prompting.
40. The bread presentation will be distinctive and includes a variety of at least three types of excellent, fresh and flavorful
breads (one bread may be used if it is a local or theme specialty)
41. When presenting the main course, associates will inquire as to further needs before leaving the table.
42. In case of any delays the associate will inform the guest with a reason and a specific time by which the service can be
carried out, in case of further delays, the associate will go back to the guest and apologize and inform them of the
specific delivery time. If necessary the manager will offer the guest complimentary dessert, tea or coffee at the end of
the meal.
43. The following timelines (maximum) will be adhered to during food service at all times :
- starter/appetizer/soup: 15 minutes.
- main course: 10 minutes after clearance of 1st course.
- If the guest going straight for the main course: 20 minutes from the time order was taken.
- dessert order to be taken after main course full clearance.
- desserts to be served within 10 minutes. of ordering
44. If guests experience food quality issues, associates will apologize, clear the dish and offer a new or alternative dish.
45. The associate will clear the table of all cutlery and crockery on completion of the main course.
46. The associate will crumb down the table as required prior to dessert service.
47. After clearance of main course, the associate will proactively offer the dessert menu.
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48. Specialty coffees and teas including espresso, cappuccino and decaffeinated versions of these will be available in all
outlets at all times.
49. Choice of newspapers and periodicals will be made available and offered to single diners.
50. The lighting, temperature and music control will be correct and appropriate to the ambience of the restaurant.
51. If an event such as a spill occurs, the associate will react immediately/discreetly and will ensure that the tabletop is
restored to a pristine condition without creating a diversion.
52. Bill will be presented within 3 minutes of guest request in a clean bill folder with a hotel pen and restaurant comment
card.
54. The service associate will always return the correct change to the guest.
55. Prior to charging a bill to a room, the steward will always confirm the room no. with the guest.
56. All credit card payments will be verified against the signature on the back of the card.
57. If guests have deposited their coats, associates will automatically be aware of this, and will retrieve the garments upon
departure without reminder from guests.
55. Guests will be addressed by (Mr. /Ms. Guest Surname) and thanked upon departure by using the standardized phrase
particular to restaurant theme.
COFFEE SHOP & BUFFET
1. Juice and coffee/tea will be offered and served within 2 minutes of guest seating and constantly refilled.
2. Fruit and vegetable juice extracts will be fresh (more than simply orange or grapefruit); it will be possible to 'juice' any
fruit or vegetable.
4. When the buffet will be in operation, guests will be presented with menus and given the choice of a la carte or buffet;
guests will be given an orientation to the buffet.
5. All buffet and ala carte items will be labeled clearly and accurately. The red and green dots will be visible on every
buffet and ala carte item.
7. The buffet counter will be kept spotlessly clean and free of spills.
9. All chafing dishes will be clean, polished and free of spills and stains.
10. Sufficient cutlery holders will be placed near each chafing dish.
12. Along with the hot buffet, warm plates will be kept for guests.
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13. To help hold the plates, serviettes will be offered along with the plates.
14. All items served on the buffet will have clean and appropriate service cutlery placed alongside.
15. A kitchen representative will be present around the buffet at all times to assist the guests.
16. A varied selection of hot and cold breakfast items will be on offer. (For breakfast)
17. Butter placed on the table will be fresh and well presented. (For breakfast)
18. A minimum of three preserves will be placed on the table during breakfast service. (For breakfast)
20. All chafing dishes will be kept replenished and at least 1/3rd full at all times.
21. Service will not be interrupted and food will be refilled on buffets within 5 minutes.
23. A variety of options, including international offerings, regional and local cuisine will be placed on the buffet.
24. A variety of options will be provided for salads and fresh greens.
25. The buffet will also feature foods for the calorie and nutrition conscious guests.
26. The buffet will feature live stations for on request items.
SPECIALTY CUISINES
1. An amuse bouche reflective of the restaurant's theme or nationality will be presented at the outset of each meal.
BARS
1. Regular guest will be greeted by name and guest drink preference offered, and all ladies will be assisted first in all
interactions.
2. Back bar shelves and counters will be neat, clean and professional in appearance.
5. The server will have a comprehensive knowledge of beverages and snacks, including cocktails on offer.
6. All beverage menus and snack menus will be presented together for the guest to select.
7. Seasonal or regional specialty drinks will be merchandised in bars and lounges either in printing or by display.
8. All mixed drinks will be served modified club style, with the mixer poured into the alcohol tableside.
9. When guests order drinks without specifying a brand, the server will offer a selection of premium spirits and wines.
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11. All beverages will be prepared precisely as specified by the guest (i.e. up vs. rocks, olive vs. twist, dry vs. sweet, etc).
12. There will be no confusion at the bar counter during drinks service.
13. First drinks will be served within 4 minutes of seating at bar counter, five minutes at table.
14. Service will be quick, attentive and unobtrusive; table will be kept neat at all times.
15. Complimentary premium snacks will be served with all drink orders (alcoholic / non- alcoholic).
16. If finger foods or snacks are served, napkins will always be provided.
17. Bar snacks will consist of a variety of two (minimum) items in each presentation.
18. Wine by the glass will be poured at the table after the label is displayed.
19. Wine by the glass service will include an offer of a tasting sample.
20. At least 3 well chosen and diverse red wines, 2 white wines and 1 champagne/ sparkling wine are available by the glass.
LOUNGE
1. A full range of specialty coffees/teas will always be available. These will be elegantly/appropriately presented.
2. Beverage menus will feature at least five drinks highlighted as healthy and vegetarian, featuring fresh ingredients.
PRIVATE DINING
1. The order taker will ensure a complete meal by ensuring relevant appetizer, beverage, main course and dessert is
offered and up sell where possible.
2. The order taker will be able to helpfully discuss, in detail, any item on the menu.
3. If dessert was ordered, the associate will offer the guest the option of serving it upon completion of the main course.
4. All guest's special requests will be accommodated without hesitation, including serving dishes from any menu in the
hotel (if open).
5. A wide selection of low-fat or non-fat items will be available including milks, cheese, yogurt and sugar free jams.
6. Private Dining Menus will offer "comfort" food (Home-style cooking) and a variety of menu items from other outlets.
7. The order taker will take the order accurately, and note special instructions (Cooking levels, preferred accompaniments
etc.).
8. An estimated delivery time will be mentioned and the order served 5 minutes earlier.
9. Order-taker will repeat the order and confirm the number of covers as well as time of delivery.
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10. Breakfast will be delivered within 30 minutes, all continental breakfast orders and beverages within 20 minutes and
other meals within 30-40 minutes of order.
11. In case the order is delayed, the guest will be informed. If deemed necessary Manager may offer a complimentary
dessert, if not already ordered.
12. Guest’s orders will be served exactly as ordered with no confusion, in the guests’ preferred location in the room.
13. Associates will enquire about a suitable location to setup the tray/trolley. Associates will carry placemats as per the
number of covers.
14. The associate will explain the various condiments provided with the meal.
15. Service will always be attentive, including; appropriate condiments, complete place settings appropriate and ready to
begin the meal without re-arrangement by the guest
17. All food items will be covered and served at the correct temperature.
18. Prior to entering the room, the associate will remove all plastic/paper/foil wrapping.
19. All hot food, even if it is for a single guest, will be served from a trolley. For Resorts, where layout and terrain may not
permit trolleys, trays can be used
20. Coffee and tea and cocktails will be accompanied by an appropriate snack or treat.
21. Dinner presentations will include a small Indian fabric accent, such as a runner or napkins.
23. The butler will always introduce him/herself, if serving through a butler pantry system.
25. The room service tray/trolley will be clean and in good repair.
26. The room service tray/trolley covers will be spotlessly clean and in good condition.
27. All drinks will be served covered with stan caps/acrylic covers.
28. All food on the trolley/kept in the hot case will be kept covered.
29. The food cover/cloche will be clean, polished and in good repair.
30. Guest will be wished “Please enjoy your meal (Guest name)”. Time of tray retrieval will be confirmed by asking “When would
you like me to clear the tray/trolley”.
32. The associate will enquire about guest satisfaction and any further requirements prior to clearing tray from room by
saying "Is there anything else I can assist you with, sir/ma'am?"
33. Associates will ensure the guest corridors and back areas are clear of trays and trolleys.
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34. A minimum of two glasses corresponding to the type of drinks offered will be placed in the cabinet.
35. Napkins, swizzle sticks, a cork screw, a bottle opener and coasters will be available in the cabinet.
39. The Private bar cabinet will be clean, not damaged and dust free.
40. Interior shelves will not be worn, damaged and will be clean.
41. The Private bar fridge will be discreet yet easily accessible.
42. The Private bar fridge will be clean, free of odor and in perfect working condition.
43. The Private bar fridge will be free of any ice build up.
46. Private bar price list will be available (i.e. either a printed list or in the directory of services).
47. The private bar beverage/food items will correspond to the printed list.
48. All items in the Private Bar will have MRP (Maximum Retail Price) and expiry dates displayed. The items will be well
within their expiry dates and neatly arranged in an inviting presentation with all labels facing the front.
49. In the event of a DND, a note will be slipped under the door indicating that Private bar is to be checked.
50. Guest room amenities will include some food presentations that are unique and locally inspired.
52. Plates, dishes and napkins will be cleaned and folded to their original condition.
53. Pre-ordered gifts or amenities will be placed into guest rooms before the guest's arrival.
54. The private bar will be checked daily and used mini bar items will be replaced.
BANQUETS
1. All function spaces will be presentable at all times, impeccably clean (carpet free of stains, debris and tears; floors
polished and free of dust and marks; walls free of stains, dust and chipped paint, etc.); all lighting, HVAC, audio visual
equipment, telephones, etc., in good working order.
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2. All venues will be fully set, including lighting, music, decoration 30 minutes prior to the events scheduled. The air-
conditioning will be switched on 1 hour prior to the function in a conference hall and 2 hours prior in case of a
ballroom.
3. Signboards with correctly spelt text displays as specified by the guest will be placed outside the function room 1 hour
prior to the function.
4. A Manager/Captain/Supervisor will welcome the client, introduce him/herself, present a business card, and will give
the host a room orientation and confirm event details.
5. All audio-visual equipments will be pre-checked by either the Banquet Manager or Food and Beverage Manager. The
audio-visual attendant will be appropriately attired, and will always be present during the function.
6. All event equipment, linen and furniture (tables, stages and risers, etc.) will be in good condition, impeccably clean and
neatly arranged.
7. In all functions with tableside service, females will be served first, then others in order, clockwise around the table.
Clearing will be done in the same fashion. For events where synchronized service is utilized, this standard does not
apply.
8. Guests with off-menu or special dietary requests will be served at the same time as all other guests at the table.
9. All buffet items for meals and breaks will have a clearly identifiable name next to each item along with the veg./non
veg. indicators; guests should not have to ask questions on any food item.
10. Specialty coffees (cappuccino, espresso, latte, etc.) will be available during coffee service when feasible based on the
size of the function but will be offered at a charge for events of 50 people or less.
11. Guided site inspections with a hotel representative will be available 7 days a week, without prior notice.
12. For functions having more than 1 break and lasting 2 days, themed coffee breaks will be offered on a chargeable basis.
13. A Manager/Captain/Supervisor will ascertain satisfaction during and after the event.
14. Standard meeting sets will include candy or mints, individual note pads, pencils and water service, set with one bottle
of water. A minimum of one candy set per 3 guests.
15. Meeting planner boxes will be available for all meeting rooms. These boxes will contain stapler, scissors, tape, notepad,
pencil, pen, highlighter, markers, whiteout, staple remover, paper clips, calculator and post it notes.
17. Room refreshes will occur at all breaks that are ten minutes or longer.
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FB - 01 : MÉNAGE
POLICY: The restaurant will be in excellent condition, both, as a dining location as well as a working environment,
prior to guest arrival.
1.2 Furniture and a) Carpet/tiles will be free of any stains or debris. i) BLISS: Carpeting/flooring will
flooring be in very good condition, free
of visible wear and loose seams
and threads; and will be
completely free of debris and
stains, signs of vacuuming and
footprints
b) Side stations will be clean at all times.
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1.4 Ambient temperature a) Temperature of the restaurant would ideally be 20- i) BLISS: Restaurant must reflect
and music 22’C. the appropriate ambient
lighting and correct
b) AC grills will be checked periodically to prevent temperature control.
dust or dirt built up, & a cleaning schedule will be
maintained.
1.5 Mirrors and glass a) All mirrors will be polished and free of any
smudges.
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1.6 Plants and flowers a) All plant and floral decorations will be fresh. i) BLISS: Indoor plants will be
neat, clean and will be free of
b) Artificial plants will be wiped regularly to avoid dust and dried leaves
dust accumulation.
ii) BLISS: The plants will be
c) Natural plants if any will be watered everyday &
arranged aesthetically
will periodically be checked.
iii) BLISS: Plants/Planters will be
free of dry leaves and mud
stains
1.7 Reading material a) Associates will collect the newspapers from the Bell
Desk and ensure that the newspapers are for the
current date.
1.9 Hostess desk a) The hostess will retrieve the table reservations
register from the Private Dining order taker. All
reservations received during the night will be
checked.
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1.10 Pantry a) Associates will ensure that the back area or service
pantry is clean and appropriately stocked.
1.11 CGS (Crockery, a) All cutlery, crockery and glassware will be polished i) BLISS: All crockery, cutlery
Glassware and and clean. and glassware placed on the
Silverware) cover will be matching in
b) Cutlery will not be worn out. EPNS (Electro Plated pattern, clean and free of
Nickel Silver) polishing will be done regularly. damage
1.12 Table appointments a) Salt cruet and pepper mills will be cleaned and
refilled.
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1.13 Linen a) Table linen will be exchanged and arranged neatly i) BLISS: All linen used will be
on a linen stand. spotlessly clean, ironed and
free of rips and tears
b) Napkins will be neatly folded and kept as per outlet
standard.
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advance.
1.15 Buffet counter a) The buffet counter will be kept clean and free of i) BLISS: The buffet counter will
any leftover food particles be kept spotlessly clean and free
of spills.
b) Plates, bowls etc. will be stacked at a designated
place. Appropriate service equipment will be placed
at the buffet.
1.16 Side board a) Before the start of a shift, the restaurant staff will
ensure that the side – station or the sideboard is
stacked with all equipment necessary for smooth
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restaurant operations.
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h) The night shift staff will clean the drawers and the
cupboards of the sideboard periodically (at least
once a week). This prevents the items stored in the
sideboard from acquiring a damp and musty smell
FB - 02 : TABLE SETUP
POLICY: All tables will be neat and organized prior to guest arrival.
2.1 Table setting a) All tables in the restaurant will be consistently laid
up and reset within 3 minutes of guest departure.
c) Table mats will be clean, pressed and free of any ii) BLISS: All placemats will be
stains or tears. clean, free of spills and debris.
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d) Correct cutlery as per restaurant design iii) BLISS: All crockery, cutlery
specification will be used for its intended purpose and glassware placed on the
and will be clean, untarnished and matching in cover will be matching in
pattern. pattern, clean and free of
damage.
e) Glassware will be clean, un-chipped and matching
in pattern.
f) Napkins will be clean, pressed and free of any iv) BLISS: All linen used will be
stains or tears. spotlessly clean, ironed and free
of rips and tears.
FB - 03 : SEQUENCE OF SERVICE
POLICY: Guest experience, from the time of arrival to the time of departure will be special and memorable.
3.1 Table reservations a) When the restaurant is closed, the reservation book
will be kept with the RSOT. They take the
restaurant reservations and pencil them correctly
on the appropriate date with all details.
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3.2 Greeting a) Guests will be greeted, “Good (time of the day). i) BLISS: All guests will receive a
Welcome to (Name of the Restaurant).” warm welcome within 15
seconds and be greeted as
"Good (time of the day) (Guest
name)". Server will offer
assistance within 10 seconds of
being seated
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3.3 Escorting a) When escorting the guest to the table, the hostess
will walk alongside the guest walking not more than
3 paces ahead of the guest.
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Children, Elderly, Ladies, Others, Host (if known) members, children, ladies,
gentlemen, and host
d) Care will be taken while seating the elderly so as
not to offend them.
3.6 Menu presentation a) If the guest requests for reading glasses, a pair of
reading glasses will be offered on a tray with a linen
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3.7 Aperitif and water a) Associates will offer aperitifs “Would you like some i) BLISS: Mineral water will be
service pre-meal aperitifs to begin your dinner?” offered within 2 minutes of
being seated. Aperitif will be
suggested along with beverage
menu presentation.
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3.8 Beverage orders a) The server will take the order in the sequence of
children, elderly, ladies and then gentlemen.
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3.9 Beverage service a) Associates will serve drinks from the right hand i) BLISS: Beverages, depending
side (if space permits) & follow specific on the drink type, are to be
instructions and service sequence of children, served within 3-5 minutes of
elderly, ladies, others and the host last. ordering and correct placement
of beverages to guest’s order.
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3.10 Food orders a) After the beverage is served the associates will
approach the guest for the food order.
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o) If the guest is a regular to the restaurant, his guest needs; never a sense of
3.11 Punching the order a) The associate will take down the order on the KOT
in POS in neat & legible handwriting with appropriate
cover no. & special instructions, if any. In case of
more than one guest at a particular table the cover
no. will be mentioned against the item ordered by
each individual guest.
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3.12 Food service a) The mis-en-place will be kept ready at the side
station as per the ordered food, like Tabasco sauce,
Steak knife, soup under-liner with soup spoon etc.
b) The associate will ensure that all the necessary i) BLISS: The associate will
accompaniments, condiments & table sauces are ensure that all the necessary
placed on the table before the food is served. cutlery, condiments and table
appointments are placed on the
table before the food is served.
guest is seated. If the guest orders the buffet then table momentarily, napkins will
their napkin will be unfolded and placed on their be replaced or folded neatly
side plate until they return from the buffet and then
placed on their lap (ladies first and host last)
iii) BLISS: All pre-plated food and
e) The associate will serve food from the guest’s right
beverage will be served from
hand side when it is pre-plated and from the left
the right hand side and silver
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j) If the guest’s initial drink is less than 3/4th empty, iv) BLISS: When the glass is ¾
guest is offered another drink or a repeat of the empty a refill will be offered
drink. Repeat alcoholic beverages (except beer & immediately.
wine), will be served in a fresh glass instead of a
v) BLISS: Repeat alcoholic
refill container.
beverages (except beer & wine),
will be served in a fresh glass
instead of a refill container.
3.13 Clearance a) As soon as the guest has finished the food & closed i) BLISS: Clearance will be done
his cutlery, the associate will ask if he may clear the within 3 minutes of all guests
plate. “May I clear your plate” finishing; table will always be
kept neat and tidy
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h) All items will be cleared except the centerpiece ii) BLISS: The associate will clear
before taking the dessert order. the table of all cutlery and
crockery on completion of the
main course
3.14 Dessert order a) Guest will be offered the dessert menu to browse i) BLISS: After clearance of
through. main course, the associate will
proactively offer the dessert
menu.
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3.17 Last orders a) Guest will be accepted into the restaurant at any
time between the opening and closing hours.
3.18 Tea and coffee a) Guests will be offered after meal coffee or tea.
service
b) For a la carte orders of tea/ coffee refills will be
offered without charging the guest for the same
with the exception of cappuccino & espresso.
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3.19 After meal liqueurs a) The associate will offer the liqueurs available.
3.20 Cigar service a) Cigars will be offered to guests after they have had
dessert. (E.g. during coffee).
d) After the guest has chosen the cigar, ask “Would you
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3.21 Presenting the check a) As soon as the guest asks for the check, the same i) BLISS: Bill is presented
will be presented in a clean bill folder with a automatically, or within 1
comment card & a hotel pen. minute of request. Bill is
presented in folder (or
equivalent) with clean,
appropriate pen. Bills are
accurately itemized and totaled
b) The associates will always check the bill before
presenting it to the guest for the following:
· All items consumed by the guest
· The portions consumed & the item prices
· Eligible discounts will be passed in case of
specific card or diplomatic guest as per the
hotel policy, e.g. FHRAI card, tax exemption
for diplomats, & connoisseur club cards etc
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c) Charge to room:
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3.23 Leftover food parcel a) Where the guest asks for the left over food to be
packed, it will be neatly packed in appropriate
containers.
3.24 Fond farewell a) After the check has been settled, the associate will i) BLISS: Guest must be thanked
still maintain eye-contact with the guest, in case the upon departure, wishing the
guest requires any after-mints or any other service. resident and regular guest
farewell by name. Standardized
b) If guest keeps sitting at the table, the associate will phrase particular to restaurant
ensure that the water goblet or tumbler is filled up theme.
whenever required.
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FB - 04 : BUFFET
4.1 Buffet introduction a) The guest will be offered the choice of ordering
from the buffet or the ala carte.
4.2 Buffet food a) The food will be displayed attractively in medium i) BLISS: Service will not be
size containers. interrupted and food will be
4.3 Service a) Guest’s glass of water will be filled at all times. i) BLISS: Service will be quick,
b) When the guest gets up to get a refill, the table will attentive and efficient; table
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4.4 Buffet presentation a) All tags on the food will clearly be visible. i)
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Same as (a) except for the sugar bowl, the tea cup
& saucer, preserves and butter knife.
POLICY: Food service will impeccable and polished in line with the group and restaurant standards.
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5.3 Food orders a) Associate will be able to offer options in food such
as vegetarian, spicy/non-spicy, Jain appropriate,
gravy without certain ingredients, offer changes to
certain dishes which can be executed by the
kitchen.
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5.5 Service a) Food will be silver served to the guest from the left
hand side, without inconveniencing the guest.
FB - 06 : ITALIAN
POLICY: Associates will have good understanding of Italian food and wine to make appropriate suggestions to
guests.
6.1 Pick up chart a) The pick-up chart will be prepared by the i) BLISS: The associate will
Restaurant Manager, Chef and approved by the ensure that all the necessary
Director of Food and Beverage and copies will be cutlery, condiments and table
issued to each associate. appointments are placed on the
table before the food is served
b) The same will contain all the menu items with their
recipes. Specific china and flatware will be
identified along with garnishes and condiments.
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6.3 Composing the meal a) Associates will recommend certain items or even
suggest an entire meal for their guests.
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6.4 Wine pairings a) The associate will be capable of pairing the food
with the appropriate wines.
6.5 Towels and finger a) Finger bowls will be served with all items eaten i)
bowls with the fingers, such as lobster, artichokes or fresh
fruit.
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FB – 07 : BAR
POLICY: Service at the bar will be unobtrusive and stylish yet professional.
7.1 Wine service a) The associate will place the appropriate wine glass
and wine on the salver depending on the wine
ordered. The wine will be carried carefully to the
table and presented to the host/ person ordering
the wine.
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cork
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7.2 Beer service a) The associate will ensure that the glass/ mug is
chilled, clean and not chipped.
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7.3 Whiskey / Brandy / a) The associate will ensure that the glass is clean and
Cognac / Armagnac not chipped and free from any stains or finger
(Drinks without marks. The steward will take the coasters, swizzle
mixers) stick, an ice bucket with tongs, the mixers in a
decanter and place on the salver along with the
beverage
f) The associate will offer the guest ice "Would you like
some ice in the drink?" If yes, lift the ice cube with the
help of ice tongs with the right hand and place it
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7.5 Rum / Vodka / Gin a) The glass will be clean and not chipped and free
(Drinks with mixers) from any stains or finger marks. The associate will
pick up coasters, swizzle stick, and an ice bucket
with tongs, take the mixers in a decanter and place
them on the salver along with the beverage.
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7.7 Light snacks a) The associate will place the snacks on a salver along
with the appropriate cutlery and clean napkin and
approach the table. The salver will be lined with a
clean under liner. The cutlery will be clean and
polished and the napkin will not be torn and be
free from any stains or tears
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blemishes.
7.9 Liqueur a) If the guest wants to have the liqueur straight then
it will be served in a liqueur glass or if with ice then
in an old fashioned glass. The glass will be clean
and not chipped and free from any stains or finger
marks.
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7.10 Complimentary a) Along with any drink orders complimentary snacks i) BLISS: Complimentary snacks
snacks will be offered. will be served together with
drink orders and will be served
b) Variety and unique bar snacks will be introduced. to all guests regardless of drink
type.
7.11 Bar standards a) All drinks will be served in a fresh glass; no glass i) BLISS: Regular guest must be
will be refilled except for beer and wine. greeted by name and guest
drink preference offered.
b) The bar will be clean and organized.
ii) BLISS: Bar/lounge server
c) The bar rail will not be sticky and messy. must have a comprehensive
knowledge of beverages and
d) All garnishes will be freshly cut and kept ready.
snacks, including cocktails on
e) The bar display will be dusted and wiped down offer.
regularly and arranged in an attractive manner.
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POLICY: Lounge will be ideal location for business interactions and conversations.
8.1 Tea service a) On receiving the order from the guest, the server i) BLISS: Complimentary snacks
will prepare the setup for tea service. will be served together with
drink orders and will be served
b) The associate first places the petit four followed by to all guests regardless of drink
sugar bowl. type.
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8.2 Tea brewing a) While brewing tea, associates will always use fresh
tea – leaves or bags.
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· Decaffeinated Cappuccino
· Latte
· Café au lait
· Madras Coffee
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8.4 Iced drinks service a) The associate will place the napkin followed by
straw and parfait spoon along with a coaster.
c) For iced teas, the server will place the sugar syrup
and the drink on the coaster.
8.5 Alcoholic drinks a) All alcoholic drinks will be served as the standard
mentioned in bar service FB – 07.
8.6 Snacks and food a) Standards would remain same as food service
standards. FB – 03.
8.7 Tea forte service a) While picking up the order the server will check the
(wherever applicable) following service accessories on the salver:-
· Clean salver mat.
· Appropriate sealed tea forte tea bag
· Ceramic tea tray as under liner of tea bag.
· Clean “Sontu” glass teapot.
· Hot water pot.
· Tea timer.
· Teacup, saucer and teaspoon.
· Other service accessories as cocktail napkin,
petit four, pastry fork, milk creamer / lemon /
honey / flower etc.
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FO - 09 : PRIVATE DINING
POLICY: Private dining experience will be equivalent or better than that of any specialty restaurant.
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9.1 Ménage a) All linen will be collected from the laundry. Table
cloths, napkins, waiters’ cloths, etc will be clean,
free of stains and odor, in good conditions (not
worn out or thread bare).
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9.2 Order taking a) All calls will be answered as, “Good (time of the day), i) BLISS: If guest is put on hold,
Private Dining. This is (Associate name), how may I assist guest is to be asked "May I
you Mr. / Ms. (Guest name)?” please place you on hold Sir /
Madam?'. Guest to be returned
b) The RSOT (Room Service Order Taker) will note call to within 15 seconds with
down guest name and room no. on OT (order standard phrases "Sorry to
taker) register while speaking to the guest. have kept you waiting (guest
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9.3 Tray or trolley setup a) The associate will line up required no. of trays or i) BLISS: Flowers on tray to be
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9.4 Order pickup a) Guest order will be entered in the POS as per guest
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9.5 Room entry and a) Prior to going to the room in the floor pantry, the i) BLISS: Breakfast can be
service associate will remove all plastic food covers and foil delivered within 20 minutes,
coverings. Only cloches, plastic stan caps and metal beverages within 15 minutes
food covers will be kept. and other meals within 30-40
minutes.
b) Service associate will know the guest name from
the department itself as the name features on the ii) BLISS: Guest room door is
POS system, and will use the guest name no more opened after ringing the door
than 3 times while in the room. bell 3 times with 7 seconds
interval with clear
c) Service associates will prepare himself by knowing announcements and greet
the guest name and knowing the items ordered
guest by name.
before ringing the doorbell.
iii) BLISS: Guest’s orders will be
d) Guest room door will be opened after ringing the served exactly as ordered with
door bell 3 times with 7 seconds interval with clear no confusion.
announcements and greet guest by name.
iv) BLISS: Food must be covered
e) Associates will stand in front of the door with the and served at the correct
guest order. When the guest opens the door he/she temperature
introduces with a smile, Establish eye contact, greet
“Good (time of the day) (Guest name) I am (associate’s v) BLISS: All hot food even if it
name) from Private Dining; I am here with your is for a single guest must be
Breakfast/Lunch/Snack/ Dinner order.” served from a trolley.
f) The associate will seek permission from the guest vi) BLISS: Beverages will be
before entering the guest room – “May I come in offered to be poured.
(Guest name)”
vii) BLISS: Further room / guest
g) The associate will ensure that the door is held by requirement must be assessed
placing one palm on the door firm and slowly with standard offer of
pulling the trolley inside the room. The door will assistance prior to clearing tray
not be allowed to slam while entering the room. from room
h) The he/she will ask the guest as to where the viii) BLISS: Guest is wished “Bon
tray/trolley is to be placed. Appétit. Do enjoy your meal
(guest name)”. Time of tray
i) The trolley/tray will be arranged in such a manner
retrieval to be confirmed by
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so that it will be convenient to the guest. asking “When would you like
me to clear the tray/trolley”
j) If it’s a trolley order, the associate will open the
flaps of the trolley, set up the table, remove food ix) BLISS: In a suite that has a
covers, arrange plates and glasses pull chair to table, dining table; staff should offer
seat guest and unfold the napkin. to set it.
k) The associate will setup the cover for the guest and
remove the food from the food warmer and place it
on the table. Open the food covers and introduce
all the dishes to the guest.
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9.6 Tray or trolley a) The RSOT will issue the clearance docket after i) BLISS: Tables or trays will be
clearance checking the clearance time with the guest. cleared within 10 minutes of
receiving guest call.
b) The desk associate will register the clearance time
in the service register.
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POLICY: Private dining will take orders for takeaway and parcels.
POLICY: The in-room private bar will be fully stocked with fresh and appealing items.
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11.2 Room checks a) Every morning at 0900 hrs the designated in-room i) BLISS: In the event of DND,
private bar attendants start the room checks for in- minibar will be checked in
room private bar consumption. accordance with DND
procedures and a slip will be put
b) The associate will begin with all vacant arrival under the door indicating that
rooms and VIP arrival rooms, and then all mini bar is to be checked.
occupied rooms will be checked.
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11.3 Expiry date check a) In-room private bar item expiry will be checked on i) BLISS: All minibar items will
4th week of every month as per the Scheduled have expiry dates, are valid and
Check list and new stock will be placed by the end neatly arranged in an inviting
of the month presentation
11.4 Day end a) At the end of the room check the total no. of
consumption consumption will be tallied with the no. of items
less on the trolley and no. of postings done using
the guest phone on charge posting interface.
11.5 Guest departure a) During guest departure, the guest will politely be
asked about the minibar consumption.
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12.1 Cookies pickup a) The RSOT will punch in a KOT for the cookies to
be picked up from the bakery.
12.2 Daily room amenities a) Amenities like fruits and cookies will be placed in
the room on the complimentary basis - and will be
replenished daily.
12.3 VIP amenities a) Guest relations will send an amenity request to the
private dining for amenity placement for the next
day along with the pre-allocated room nos.
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POLICY: Doorknob menus will be collected twice daily for taking breakfast standing orders.
13.1 Collection a) Once during the night shift (at 0400 hrs), one
associate will go to collect all the doorknob menus
from the rooms.
13.3 Standing order a) The RSOT will make a note of the breakfast orders
from the doorknob menus received in the
“Standing Order” register.
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FB - 14 : CAKE ORDERS
POLICY: All cake orders for internal and external guests will be routed through the private dining.
14.1 Cake orders a) All sales and restaurant orders for cakes will be
placed with In Room Dining.
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14.2 Kitchen order a) The bakery will take the original KOT and the
placement receiving chef will countersign the duplicate copy in
realization of receipt of the order.
14.3 Delivery a) The cake will be picked up from the bakery on the
day of delivery and kept ready in the room service
refrigerator.
14.4 Settling the bill a) If for staff, the bill will be settled against employee
id. with staff discount.
FB - 15 : POOLSIDE SERVICE
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towels cleanliness
15.2 Greeting and seating a) As a guest walks in the pool side area, the attendant i)
will greet the guest with folded hands “Good (Time of
the day) , Sir/ Madam”
b) The pool attendant will ask the guest his/ her room
number saying “Sir/ Madam, may I please have your
room number?” The same will be done in a very
discreet manner.
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15.4 Taking the order a) The associate will take the order within 5 minutes
of the guest being seated.
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c) Where the guest has got into the pool, while there
is some beverage left in his glass, the associate will
cover the glass with a Stan cap.
15.6 Cigarette service a) The associate will pick the cigarettes from the i)
(Only poolside) parent outlet/ bar servicing pool side area by
checking the label, packing and expiry date. The
Pool Attendant should have knowledge of brands
of cigarettes available.
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15.7 General standards a) The pool deck will be spotlessly clean with no
accumulation of water at any particular place.
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FB - 16 : BANQUETS
POLICY : Banquet operations will provide a luxurious and hospitable experience to all guests.
16.1 Banquets venue a) All the details from the BEO (Banquet Event i) BLISS: All venues will be fully
Order) will be followed. The venue or banquet hall set, including lighting, music,
will be set exactly as per the requirements of the decoration 30 minutes prior to
guest. the events scheduled. The air-
conditioning will be switched
on 1 hour prior to the
function.
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16.2 AV Equipment a) Audio visual requirement for the event will be i) BLISS: All audio-visual
ordered from the vendor as required. equipments will be pre-checked
by either the Banquet Manager
b) The supervisor will check all the AV equipment for or Food and Beverage
the smooth functioning. Manager. The audio-visual
attendant will be appropriately
c) All the wires will be covered by a carpet strip &
attired, and will always be
masked using a masking tape to avoid accidents.
present
d) When the Conference starts the supervisor will
make sure that an AV Technician is available in the
hall throughout the event.
16.3 Signage a) The sign boards will be typed with correctly spelt i) BLISS: Signboards with
text as specified by the guest & the text size will be correctly spelt text displays
legible and adjusted to fit in all the signages for the specified by the guest should
Events for the Day be placed outside the function
room 1 hour prior to the
b) The Electronic signage placed in the Lobby, the function.
ballroom entrance, meeting rooms (if applicable)
will feature the events of the day.
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16.4 Setup a) For conferences, seminars and meetings the i) BLISS: The hotel will have
following items will be setup. defined standards for different
· For meeting rooms (blotters, notepads, seating arrangements, layouts
sharpened pencils, glass, bottle of water, bowl and functions which will
of mints, small flower arrangement) always be observed.
· For larger no. of guests (notepads, sharpened
pencils, glass, bottle of water, bowl of mints,
small flower arrangement)
16.5 Supervisor / a) Prior to beginning of the event, the Banquet i) BLISS: Banquet or Catering
Manager Manager or the banquet supervisor in charge will Supervisors for meeting less
meet the host and introduce himself/herself and than 7 people to be available at
present them with his/her visiting card. the beginning of each function
and readily located; for
b) All event details will be run through with the host function above 50 the Manager
to ensure satisfaction with the arrangements. should be available
16.6 Arrival a) The event for small nos. (50 or lesser) will be i) BLISS: Hot or cold towel
offered cold or hot towel service depending on service offered for meeting less
weather. than 50 people.
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16.7 During the event a) All the associates will be equally distributed across i) BLISS: For functions having
the event hall. Guests will be able to easily spot and more than 1 break and lasting
gain staff attention. 2 days, themed coffee breaks
should be encouraged.
b) During the buffet service, the F&B control
executive will keep track of the plate count and this
final plate count will be noted for the billing.
16.8 Food and a) All food will be at par with restaurant standards.
presentation
b) Presentation and garnishes will be attractive and
appealing.
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16.9 Closing of event a) Towards the end of the event, the host will be
presented the check.
FB - 17 : F&B LINEN
POLICY: Dirty and used linen will be exchanged for clean, freshly laundered linen.
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17.1 Linen exchange a) All the dirty linen will be collected and sorted as
per type and then counted out in sets.
FB - 18 : INVENTORY
POLICY: Restaurant equipment and linen will always be kept at the optimum level by minimizing pilferage and
misuse.
18.1 Monthly linen a) Every month on a pre-decided date the F&B linen
inventory inventory will be taken.
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investigations if required.
FB - 19 : SPECIAL SCENARIOS
POLICY : Associates will adhere to the Group policies and procedures while handling different scenarios.
b) Wheelchair Confined.
· Ascertain table preferences smoking/non-
smoking section
· Offer wheel chair assistance, and confirm how
he/she wishes to proceed
· Wheel the guest to the table and confirm
seating preference (wheel chair or restaurant
chair) - "Would you prefer to sit on the
restaurant chair?"
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c) Visually impaired
· Offer appropriate amenities (i.e. if the guest is
obviously blind, then one would not offer a
newspaper)
· Offer guidance by standing beside the guest
"Would you like to take my arm?" Slightly raise
your elbow as you would to interlock arms and
allow them to take hold of you. In most cases,
they will hold at the elbow as it provides the
most stability
· Indicate obstacles such as steps, including the
number and direction, i.e. "We are coming to three
steps directly ahead"
· Once at the table, quietly mention the location
of the chair, " Your chair is just to the right"
· When greeting, be sure to identify yourself
· Direct questions to the guest as they will listen
for the direction the voice is coming from, and
mis-directed voice can get lost in the
background noise
· Ask "How can I assist you?" This may include
quietly informing the guest as to the location
of drinks; salt and pepper, cream and sugar,
food items on plates, i.e. " Your drink is to your
upper right" or "Your steak is at the front of the
plate; the baked potato to the upper right and your
snow peas to the upper left"
· Do not hesitate to ask the person if you can
help in any way
· If a guide dog is used, there must be sufficient
room under the table and should not be given
undue attention
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d) Hearing Impaired
· As this disability is not as obvious, all greetings
to be accompanied with warm, inviting
gestures
· In case the guests indicates that they are
hearing impaired; the host may inquire if they
can lip read by maintaining eye contact, clearly
forming the words with their mouth and
accompanying this with pointing at their
mouths, then holding their hands in the shape
of an open book
v If the guest indicates yes, then be very
conscious of forming the words with your
mouth and using appropriate gestures.
(Note : Beards and moustaches may
interfere)
v If the guest indicates "No" then use
gesture to indicate smoking or
nonsmoking, or point to a sign indicating
the choice
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19.2 Child handling a) Children till the age of 2 years will be provided high
chair or on guest request.
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· Round plate
· Cereal bowl
· Soup bowl and soup spoon
· Water tumbler
19.3 Maids and domestic a) Maids/ domestic help accompanying the guests
help should be with the guest at all times and not be on
their own.
19.4 Entertainers & Live a) All entertainers will follow staff rules and
performers regulations.
19.5 Alcohol awareness a) Non Managerial staff will not deal with an i)
intoxicated guest
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19.6 Incident report a) For all major incidents whether it’s a guest or staff
an incident report will be completed to ensure the
correct follow up
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19.7 Staff missed meals a) Food orders of reasonable value will be ordered
incase staff miss their meal (No expensive or
limited availability items will be ordered).
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POLICY: All guest complaints will be handled promptly, professionally and courteously.
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POLICY : Guests of the hotel may be entertained on a complimentary basis up to the defined limits only for bona-
fide business reasons.
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FB - 22 : MAINTENANCE OF EQUIPMENT
POLICY: All equipment in the department will be kept in perfect working condition at all points in time.
22.1 Tables a) The table tops will be kept clean and free of stains
or spills.
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22.2 Chairs, couches and a) The chair shoes will be checked regularly for wear
banquettes and will be replaced if necessary.
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22.7 Linen a) All restaurant linen will be used for guest use only.
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22.8 Table appointments a) The salt and pepper shakers will be free flowing
and clean.
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22.10 Coffee machine a) The coffee machine will be checked at least thrice a
week.
22.11 Service trolleys a) All wheels will be kept clean and free moving.
22.12 Minibar trolleys a) All compartments will be kept clean and free of
spills.
22.13 Bar guns for aerated a) The nozzles will be cleaned daily.
drinks
b) The nozzle stand will be cleaned and disinfected
every day.
22.14 POS terminals a) The POS terminals will be kept clean and free of
stains.
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even prints.
22.16 Ice machines a) The ice machine lid will be closed without
application of force.
22.17 Chafing dishes a) The chafing dishes will be rinsed with SumaDip
solution.
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FB - 23 : HYGIENE
POLICY : Associates will be aware of and adhere to hygiene standards at all times.
23.1 Hygiene awareness a) Departments will ensure that all associates are
trained and aware of hygiene standards.
23.2 Hygiene Audits a) The hotel will initiate monthly hygiene audits based
on the hygiene audit sheet (as sent by corporate)
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FB - 24 : INTERNAL AUDIT
POLICY : Department will analyze the findings of the annual internal audit, initiate corrective and preventive
measures and update the internal auditors on the same.
24.2 Analysis and a) Departments will analyze the areas in which the
solutions standards were not met (non-
conformances/suggestions).
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POLICY : Associates will continuously analyze all guest feedbacks (scores as well as open-ended comments) and
initiate steps for corrective preventive action.
25.1 Guest feedback a) Associates will collate CFS comments and can
collect the information from the reports “CFS =>
Rooms => Print Cards”.
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25.3 Analysis & Solutions a) Associates will analyze the areas in which the scores
are low and/or have come down from the previous
month/audit.
POLICY : Department will analyze the feedback from the ESS (scores as well as open-ended comments) and initiate
steps for corrective preventive action.
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POLICY: Guest F&B billing will be handled in a smooth and co-ordinated manner while adhering to billing control
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norms.
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27.2 Transfer from one a) If for some bona-fide reason there is a need to
table to another / transfer the item from one bill to another, the
Transfer from one reason of such transfer must be recorded on the
check to another face of the bill by the Restaurant Manager.
27.3 Serial Order Control a) The billing stationery must be pre serially
over Billing numbered
stationery
b) The serial ordering control must be checked by the
Night/ Income Auditor or F&B Controller on a
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daily basis.
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27.5 Delay in Settlement a) F&B bills should be settled in the POS system
of Bills instantaneously upon guest making the payment.
27.6 Other General F&B a) The F&B Controls must make its presence felt on
Control the shop floor by way of routine and surprise
checks.
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POLICY : All pastry shop processes and income details will be audited periodically.
28.1 Pastry Shop Controls a) Pending orders on hand for the next day are
checked and accordingly bakery is informed about
the advance orders by the Outlet in charge.
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POLICY : Banquet events in the hotel may be offered complementary benefits or discounts up to the defined limits
only for bona-fide business reasons.
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POLICY : Guest F&B billing will be handled in a smooth and co-ordinated manner while adhering to billing control
norms.
30.1 Food and Beverage a) F&B and other points of sale must have pre-serially
and other points of numbered KOT stationery.
sale
b) In case of failure of system, these KOTs must be
attached to the pre serially numbered bills, which
will be filled in manually.
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bill.
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ANNEXURES
Eggs Method of cooking – fried sunny side – up, turned over, boiled, poached etc.
Some common expressions used by guests while ordering for different types
of egg preparations:
Term Meaning in kitchen terms
Bulls eye Fried egg, sunny side up
Over easy Turned over medium done
Akuri Masala scrambled eggs
Hot beverages like tea / coffee within 3 minutes from time of order
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